Brought my New xB in for it's first scheduled service on a Monday. I advised the service manager about some issues with my car. Rattling at idle w/brake depressed, antifreeze smell after the car has been on the freeway or when it's hot outside. I picked up the car at the end of the business day when I got off work. None of the issues were "replicated" and therefore were not fixed.
On the way home, my husband noticed that my TYC LED lights had clusters of lights that were dim. And during the next couple of days I noticed some creaking/type noises coming from the front end when I am driving under 15 mph and depress the brake. A service rep called me on the second day after my service to find out if I was satisfied with my service and I told her about the tail light issue and some other concerns, she said she would have the service manager call me. I never received a call.
On Friday morning the brake noise was getting worse, so I got out of my car to see if there was something on the wheel or if I could hear the noise outside of my car. I then noticed the large scratches on every spoke of my left front wheel. My wheel did not have any damage on them prior to the service and I did not damage it after picking it up. It looked like it had been run through the wash rack at the dealer. I then replied to an email the service rep had sent the day she called me and advised them of the problem. I didn't hear back from anyone the next morning. I then took my car back to the dealer that morning (Saturday) to discuss these issues and was told by the assistant service manager that they could not take my car in until I spoke with the service manager who would be in on Monday.
I brought the car back on Monday and spoke with Darren the service manager and told him about the damage done to my wheel, the LED lights going out and the brake noise that prompted me to find the damage.
He flat out denied they damaged my wheel. And he said that it had been a week since the service. I said I noticed the damage on Friday and I had no reason to look at the wheels until I heard the creaking type noise. I said that it looked like one of the porters may have put it through the wash rack. He said that they didn't put my car in the wash rack. My reply was that how does he know that maybe it was put through the wash rack without his knowledge. He said they didn't do it and that they are not responsible. I told him that I don't want to have to take this to small claims. His reply was "We (MB Toyota) have the best lawyers on retainer, go ahead". I asked to see the wash rack and watched as an employee drove a car in. I noticed that the height of the guard rail is at the same area where the damage is to my wheel. I then took measurements. He refused to be of any help. After this he wouldn't speak with me and directed me to talk to a service writer (Eddie) about the other issues.
I ended up having a tech ride w / me to hear the creaking type noise when I brake. The tech did fix the rattling issue that wasn't fixed the first time. And he did hear the noise I was describing.
I received a call from Eddie at the time my car was supposed to be finished saying that they had a service bulletin they needed to do and that they would need my car for another day. I asked if they could provide me with a loaner/rental because I couldn't be without my car another full day. He said no, that the service bulletin doesn't affect the drive ability of the car and therefore they wouldn't offer me a loaner, but that I could come down and pay $26.99 for one. Or I could come pick up my car now and come back when I had more time. I said that I would find a way to work and to please finish my car.
The next day, I got a call from Eddie saying that my car is finished and that a Toyota rep came and looked at my tail lights and said that they were operating normally. That it was part of the design to have some LED lights dim so that they weren't so bright for people behind me. Therefore, they would not warranty them to be replaced or fixed. (This is the most bogus reason for something that should be warrantied) If this was they way they were designed, then why are there different clusters dim on each side and why weren't they dim when I bought the car 4 months ago? He also said that the service bulletin that was performed has fixed the noise it was making when braking at slow speeds.
When I picked up my car, I took photos of the wash rack guard rail with a measuring tape. The area of damage matches the location of the guard rail from the wash rack. On my way home, the noise that prompted me to notice the damage on the wheel was still there. So, for my first complimentary 5000 mile service, I got a damaged front wheel, LED tail lights that are failing and won't be replaced, a weird creaking noise when I brake at slow speeds that was not fixed and the wonderful smell of antifreeze when my car is hot. Oh wait... But I did get the rattle noise at idle fixed... Yipee!
I was treated like I didn't matter. I have been loyal to MB Toyota, I had both my Sienna minivans serviced there (4 years total) and bought my new vehicle there as well. I even referred other friends there. Well, not anymore. Darren didn't try to make any of these issues right. This is no way to keep customers. This experience has completely soured me on this manufacturer and this dealership. I will never buy a Toyota/Scion again and I will never go back to MB Toyota.
To top it off, this dealership is so high pressure about filling out "excellent" on all aspects of a customer survey, they had the audacity to have one on the dash when I picked up my car.
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